Manager, Customer Success Management

New

Based in the United StatesFull-TimeManager

Salary$125,000–$155,000 USD, plus eligibility for a discretionary bonus plan.

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Job Details

Experience: 5+ years of experience in B2B SaaS, including at least 3 years in Customer Success or account management; 2+ years of experience managing or leading Customer Success Manager teams.
Required Skills: Customer SuccessAccount ManagementCRM

Have 5+ years of experience in B2B SaaS.
Have at least 3 years of experience in Customer Success or account management.
Have 2+ years of experience managing or leading Customer Success Manager teams.
Have experience operating a pooled, shared, scaled, or high-volume customer coverage model, or a strong track record building scalable customer success programs.
Have strong knowledge of renewal strategy, retention management, customer health, and risk identification across large portfolios.
Be able to design, implement, and improve repeatable customer success plays, playbooks, and operating standards.
Use portfolio data and signals to set priorities and guide team actions.
Be comfortable managing through systems, processes, and metrics rather than relying primarily on individual account relationships.
Bring coaching, communication, stakeholder management, and organizational skills.
Work effectively across Sales, Renewals, Product, Support, Professional Services, and other cross-functional teams.

Lead, coach, and develop a team of 4–7 pooled Customer Success Managers.
Manage workload distribution, queue coverage, and team capacity across the customer portfolio.
Establish portfolio review, renewal, risk, and performance management rhythms using data to prioritize interventions.
Operationalize standardized customer value plays for onboarding confirmation, adoption checkpoints, lifecycle coverage, and pre-renewal preparation.
Define value milestones and outcome criteria that connect product adoption to measurable customer business results.
Own retention performance, renewal readiness, early risk detection, and repeatable risk mitigation strategies.
Partner with Sales and Renewals to identify expansion opportunities, use cases, stakeholders, and qualified handoffs.
Define operating standards for response times, coverage, escalations, documentation, and customer handoffs.
Maintain accurate CRM and Customer Success systems, including account health, engagement history, renewal status, and customer context.
Use coverage, response time, adoption, health scores, renewal rates, and expansion revenue metrics to guide decisions.

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